Abstract
We report the findings of a study of three Scottish mediation programs undertaken in 1997. We used a qualitative method, drawing on interviews with referrers, practitioners, service users, and managers, as well as case documentation. We conclude that (1) practitioners have to take seriously the interface with legal and official administrative processes, (2) volunteer mediators need to develop confidence in promoting mediation as a practice, (3) the projection of direct face-to-face mediation as an ideal-typical model has to be reexamined, and (4) existing traditions of conflict resolution in minority ethnic communities should be owned as a part of a strategy of social inclusion.
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